MAN4162 Customer Relations for Managers

MAN4162 Customer Relations for Managers
Mystery Shopper Questionnaire

The Shopper

1. What is the name of the business? _________________________________________________

2. What is the day/date and time of your shop? ________________________________________

3. What is the area of town of the business? __________________________________________

4. What specific items are you shopping for/ordering/asking about?

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5. What is the personal information or “story” you need to present to the associate helping you?

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6. If you made a purchase, how much did you spend? Willing to spend? _____________________

7. Did you get a business card or receipt to document your visit? __________________________

The Business – Outside

8. Could the signage for the business be seen from the street, have any missing letters? Was it attractive, clean? ________________________________________________________________________

9. How was the condition of the landscaping? What the level of care given to the grounds outside the business building? Did the trees, bushes, flowers and lawn look healthy and attractive so that they gave a positive impression? _____________________________________________

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10. How was the cleanliness of any glass doors and windows on the outside? Were they smudge and streak free? Were the building facade and the doorway in good condition when you entered?

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The Salesperson/Server/Attendant

11. Were you pleasantly greeted when you entered the establishment?____________________

12. Did the personnel act in a friendly, professional manner and were they appropriately and neatly attired? ________________________________________________________________________

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13. How well did the establishment’s personnel interact with you? Were you treated with courtesy and respect? How knowledgeable was the employee regarding your products and/or services?

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14. Were there any extra items you needed to ask about or look for, beyond the items you came to purchase/order? Did the person offer you any additional items, a larger size or a specific promotional good? _____________________________________________________________

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15. Was the cashier accurate and professional? Did the cashier thank you and invite you to return to the store? ______________________________________________________________________

The Business – Inside

16. What was the condition and cleanliness of the products, aisles and shelves in the establishment? The condition of the display areas, including the lighting, flooring and fixtures? The register area? _______________________________________________________________________

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17. What was the condition of the restroom, including cleanliness, equipment condition and whether containers were empty or full? Were trash receptacles were appropriately emptied?

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18. Was there a wait time to purchase items? Was another register opened if necessary, providing the store has more than one register? ______________________________________________

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19. How likely would you return to this store or organization considering only this one shopping experience? ____________________________________________________________________

20. Would you recommend this business/organization to other customers? ___________________